Solving poverty – both in our community and in the individual lives of the people we serve – is tough work, and we know we’re not always going to get it right.

But at Solid Ground, we’re never going to stop trying to get it right, and that’s why we continuously ask the people we serve how we’re doing and what we can do better. And when we ask those questions, we commit to make good use of the answers. 

“I have nothing to add, because I am very satisfied with the experience I had with Solid Ground. The people are very patient and kind.”

~Anonymous survey respondent

That’s exactly what we did last year after completing our 2024 Community Feedback Survey, which collected the experiences of 133 people who participated in a range of Solid Ground services.

The survey was completely anonymous, but we did ask respondents which Solid Ground program they’d participated in so we could better understand where we might need to make changes. 

What we heard back was overwhelmingly positive, with most people telling us they received the support they needed from Solid Ground quickly and in a way that respected and affirmed their cultures and identities. “I have nothing to add, because I am very satisfied with the experience I had with Solid Ground,” one respondent wrote. “The people are very patient and kind.” 

But not everyone had the same experience. We heard that we don’t always respond as quickly as people deserve, and we weren’t always able to provide the resources people needed. We also heard from Solid Ground housing residents that they’d like to see additional security improvements. 

So here’s what we’re doing about it: 

Improving communication

• At our Sand Point Housing campus, residential staff are checking in more frequently with residents to make sure all concerns are heard and addressed. We’ve also installed suggestion boxes throughout the campus so residents can easily and anonymously raise issues and share ideas. 

• Solid Ground staff continue to receive training on empathetic listening, mindfulness, de-escalation, and motivational interviewing. Staff at Broadview Shelter & Transitional Housing also receive training specific to working with domestic violence (DV) survivors. 

Closing gaps

• At our Wallingford office, we’ve hired a new supervisor to make sure that anyone who walks in or calls Solid Ground is connected with the resources they need – whether through Solid Ground or another organization. 

• At Broadview, we’re building on existing community partnerships to provide additional support for refugee and immigrant DV survivors. 

Enhancing security

• We’ve hired additional staff in order to provide 24/7 coverage for residential programs at Sand Point Housing. We’ve also increased the presence of security guards on campus. 

• We’ve launched a Resident Safety Committee composed of Sand Point residents and staff to collect and elevate resident concerns and build consensus around solutions. 

“Every day, our staff engage with participants and make observations that can help us improve the quality of our services,” says Paul Park, Solid Ground’s Senior Director of Programs. “This survey gives us another valuable opportunity to understand the successes and challenges of our programs and identify trends over time. Hearing directly from the people we serve is what makes our work possible.” 

We’ll also share these actions with the people who took the time to take our survey and provide us with such valuable information. Thank you! 

And we’re not done listening! In 2025, Solid Ground will conduct our next Community Needs Assessment to gather input and ensure that we continue to provide the services and programs our communities need. Stay tuned for opportunities to participate! 

Image at top: Jose Fregoso, Solid Ground’s JourneyHome Case Management Supervisor (photo by Michael B. Maine)